Are you ready to take the next step in your career with a growing ISP?
Want to work in a dynamic environment with cutting-edge tech and people first values?
Do you love supporting people to deliver outstanding service?
Interested? We thought you would be!
Location: Sheffield Hybrid working
Hours: 12:30 – 21:00 Monday to Friday
ASK4 is growing, expanding our services, and reaching new territories. We are looking for motivated and dedicated individuals to help us reach our ambitious goals. Thanks to new investment, we are recruiting to help support the company’s growth as well as maintain the high level of service that ASK4 is renowned for.
As a First-Line team leader, you will manage a technical support team that provides industry-leading support to both existing and new customers, including ASK4's student and residential customer base. You will work as part of the Customer Care Support Management team to ensure the successful delivery of department strategic objectives.
What you’ll be doing as a team leader:
* Oversee the day-to-day operations of the Customer Care First Line team, ensuring SLAs are met and tickets are handled with care.
* Inspire, mentor, and manage our first-line support engineers, creating a positive and productive environment.
* Deliver training sessions on new products, tools, and processes to keep the team up-to-date and performing at their best.
* Participate in a management on-call rota for first line related HR matters outside of office hours.
* Manage team rotas, including the management of sickness and holidays.
* Work with the Support Management team to support and deliver department and company strategic objectives.
* Identify areas for improvement in workflows and processes, and support with designing and implementing changes to boost efficiency and quality.
* Ensure our clients receive the best experience by resolving their IT issues quickly and efficiently.
* Play a key role in hiring the right talent to join the team, ensuring we’re set up for success with the best people onboard.
* Help your team grow professionally by supporting their career aspirations, offering coaching, and creating tailored development plans.
* Conduct regular one-on-ones and formal performance reviews, providing constructive feedback and celebrating successes.
Our ideal candidate will:
* Have a background in service desk support, ideally within an MSP.
* Experience working in a fast-paced technical support environment.
* Showcase team leadership abilities.
* Possess strong interpersonal skills, with the ability to build positive relationships, resolve conflicts, and foster a collaborative team culture.
* Be confident in providing regular feedback and conducting performance reviews to help team members grow professionally.
* Be skilled at managing workloads, delegating tasks effectively, and ensuring efficient use of team resources.
* Have basic knowledge of switching infrastructure, protocols, and LAN/WAN technologies.
* Be knowledgeable of operating systems including Windows, Mac, and Linux.
* Have a logical approach to problem-solving.
* Any extra languages are a bonus!
For any questions about the role or your suitability, please email careers@ask4.com.
At ASK4, we are proud to be an equal opportunities employer. We value an inclusive culture and do not discriminate. Our hiring outcomes and commitments are based upon your talent and experience. If you would like to request this advert in other formats, please contact careers@ask4.com for assistance.
Job Types: Full-time, Permanent
Pay: £30,000.00-£32,500.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Free flu jabs
* Free parking
* Health & wellbeing programme
* Life insurance
* On-site parking
* Paid volunteer time
* Profit sharing
* Referral programme
* Sick pay
* Work from home
Schedule:
* Monday to Friday
Work Location: Hybrid remote in Sheffield S1 4JL
Expected start date: 24/02/2025
#J-18808-Ljbffr